Definition of Inbound Customer Service


Customer service is one of the most important aspects of any business. Excellent customer service will provide companies with a better reputation from customers who realize that their needs and concerns are met. They will be more likely to revisit the company simply due to the customer service experience they receive. Many companies are now using or implementing inbound customer service call centers.


Inbound customer service call centers will receive all incoming phone calls that are related to a product whether it's an order, question, payments or complaint. This is seen as a better and improved approach to voice mail.


Customers have repeatedly complained of the voice mail system and have a pronounced preference to speak to a live person instead of leaving a message on an answering machine. Customers feel like they are not important as a customer when it seems that no one will speak to them. Inbound customer service gives the customer the satisfaction of speaking to someone and to have their requests recognized by the company on a personal level.


Inbound customer service differs from outbound call centers in that inbound call centers do not make outside calls. They simply answer the phones of incoming calls. Outbound customer service or outside calling is considered telemarketing, where a company is trying to sell something to someone.


The growing popularity of inbound customer service centers has expanded into the fast food arena, with companies like Pizza Hut and 1-800-Flowers. Some of the larger customer service centers have expanded in providing solutions for many areas, as in computer diagnostic problems. Inbound customer service centers will typically work 24 hours a day, seven days a week. This helps a company keep from missing customers due to time zones. This also increases sales.


Many of the larger inbound customer service centers are located offshore, typically in India and the Philippines. However, there are more and more customer service centers beginning to open in the United States. The larger centers will have more than one client they contract with to handle all their needs. Other companies themselves are putting in their own customer service centers as opposed to contracting with the larger companies.

Excellent Service

The bottom line is that excellent customer service is at the core of any business. After all, without customers, there wouldn’t be any businesses, in one form or another. Ensure that your customers are happy with you and your company by providing excellent customer service needs.

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